FAQ and troubleshooting

This page answers the questions field adjusters actually ask, in the order they usually come up.

The texted code never arrives. What do I do?

First, double-check the phone number you typed on the sign-in screen; one wrong digit sends the code to someone else. Then go back and tap Send code again for a fresh one. If texts are still not coming through, check that your phone has signal and can receive SMS from short numbers, or use the Use email instead backup if your office set you up with an email.

My code expired. Now what?

Codes have a short life. Just request a new one and use the newest code you received. Old codes stop working the moment a new one is sent.

I got "That session was stale." Is something wrong?

No. It means your sign-in session timed out, so the app cleared it and texted you a fresh code automatically. Enter the new code and continue. See Sign in.

Nothing is syncing. Where do I start?

Work through this order:

1. Check the top of the screen. A red Offline pill means no connection; uploads resume on their own once you have one.
2. Open Settings → Sync status and tap Sync now.
3. Check the network card. If it says uploads are paused waiting for Wi-Fi, either connect to Wi-Fi or turn off Upload on Wi-Fi only in Settings.
4. If items show Upload failed, tap Retry all failed on the Sync status screen.

See Offline and sync for the full tour.

The "N pending" badge will not clear. Why?

N pending means N files are saved on your phone but not yet uploaded. It clears itself as uploads finish. If it sticks around, you are probably offline, on cellular with Wi-Fi-only uploads on, or looking at failed items that need a Retry. Tap the badge to open Sync status and see exactly which.

An item says "Upload failed." Is it lost?

No. The file is still safely on your phone. The app tried several times and paused. Open Sync status, find the item, and tap Retry (or Retry all failed for the whole list). It almost always goes through on a better connection.

My photos look soft right after I shoot them. Are they bad?

No. For a moment after capture, you are seeing the quick preview while the app finishes processing in the background. The original is full quality. Give it a few seconds and the sharp version appears.

Can I capture with no signal at all?

Yes. Capture, rooms, tags, notes, groups, and review all work fully offline. Everything saves to your phone instantly and uploads later. Only submitting, claiming or completing rooms, creating assignments, and managing access need a connection. See Offline and sync.

Will capturing burn through my mobile data?

Capturing itself uses no data at all; only uploading does. If you want uploads to wait for Wi-Fi, turn on Upload on Wi-Fi only in Settings. Video files are large, so heavy video days are a good reason to use it.

Where are my photos? They are not in my photo library.

By design. Contents Capture keeps all evidence inside the app and never touches your personal photo library. Your work stays separate from your personal photos, and nothing leaks either way. Find everything in the room grids. See Reviewing your media.

Can I delete a photo after submitting?

No. Submitted media is locked read-only so the record can never change. That lock is what makes the evidence defensible. If something truly needs removing, ask your team admin; only the office side can act on submitted media. See Submitting to your team.

A room shows a lock icon and I cannot rename it. Why?

The room contains submitted media, so the whole room is locked. It cannot be renamed, moved, or deleted. New rooms and unsubmitted media work normally.

A room says "Claimed by a teammate." Can I still shoot there?

Not while they hold it. Claiming locks capture to one person so two people do not shoot the same room twice. Work a different room, or ask the teammate to tap Release. Managers can still act in a claimed room. See Rooms.

I submitted by mistake. Can I undo it?

Not from the app; submissions are permanent by design. Contact your office. Admins manage submissions from the web console your team uses at app.contentscapture.com.

My phone died mid-upload. What did I lose?

Nothing that was saved. Anything with a "saved" toast is on the phone, and anything already synced is on the server. Charge up, open the app, and the upload queue picks up where it stopped.

How much phone storage does the app need?

It depends on how much you shoot, especially video. To help, synced photo originals are later swapped for smaller copies on the phone (the originals stay safe on the server, and Full res brings one back when you need it). Videos and audio stay in full. If storage runs low, free up space on the phone and let pending uploads finish.

How do I change my phone number?

Your phone number is your sign-in identity, so this goes through your office. Ask your team admin to update it, then sign in with the new number.

Can I sign in on a second phone?

Yes. Sign in on the other phone with the same number and a fresh code, and your assignments sync to it. Media each phone captured stays on that phone until it uploads, so let both phones finish syncing before you switch.

How do I delete my account?

In Settings, on your account card, tap Delete account and confirm twice. It erases your sign-in, removes your team access, and wipes this device's captures and activity. Media you already submitted stays with your organization as its business records. It cannot be undone. See Settings and account.

The app is behaving oddly. What is the reset move?

Sign out and sign back in first; that fixes most strange states. If it is still off, contact your team admin and include your claim reference plus the version line from the sign-in screen so they can find your job and your app version quickly.

Still stuck?

The app has a built-in, searchable Help and Support section in Settings that works offline. Failing that, your team admin is the right call; have your claim reference ready.